Patient Experience Advocate

Nevada System of Higher Education

8d•$33 - $49•Onsite

About The Position

The Patient Experience Advocate will serve as a liaison between patients, their families, and the healthcare team, working to address concerns, facilitate communication, and ensure that every patient receives the highest level of “Safe, Seamless, and Personal” care and support throughout their stay or visit. This role is a central resource and coordinating link for patient feedback, and providing options, guidance and solutions for our patients as they navigate their experiences of care. Responsibilities include answering inbound phone calls, voicemails, emails and social media posts from patients sharing feedback with Endeavor Health, or helping with a patient experience concern, while also properly documenting feedback to support the resolution process.

Requirements

Bachelors Degree Required
Two years of professional experience in healthcare or leadership role in customer service, process improvement, patient satisfaction, health administration, or related role.

Nice To Haves

Strong interpersonal skills and analytical problem-solving skills
Displays poise and diplomacy
Conflict management, negotiating and decision-making skills
Demonstrates a strong sense of empathy, listening skills, attentiveness to detail
Ability to work independently and the desire to advocate for others
Proficient knowledge of computer applications and database management systems

Responsibilities

Manages complaints and grievances to maintain Joint Commission, IDPH and CMS patient rights standards related to complaint and grievance process, to ensure standard of performance for Patient Experience and proper closure of events. Provides accurate closure letters utilizing CMS standards.
Assesses, investigates and problem-solve complaints and patient concerns. Ensure timely documentation and resolution. This may include interviews with staff, basic chart review, policy review, consultation with Risk Management, Quality or Administration, etc.
Collaborates with department leaders to communicate with patients/others to resolve complaints and grievances within timeframes and escalates issues when appropriate.
Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
Participates in patient rounds for proactive response to potential complaints and offers service recovery as appropriate.
Offers support in de-escalation and conflict resolution in difficult patient and visitor situations.
Deals discreetly with sensitive, confidential information that may concern patient health issues, Endeavor Health professional conduct, or performance of departmental staff, ensuring compliance with all HIPAA regulations.
Maintains professionalism during difficult customer and staff conversations.
Maintains industry expertise on patient complaint and grievance management practices.
Fosters and embeds a culture of patient and family centered care and outstanding customer service.
Cultivates a culture of compassion and an organizational commitment for exemplary experiences for all staff, patients and family members that are in line with Endeavor Health’s mission, vision, and values.
Collaborates with leadership, to identify and mitigate barriers as identified through patient complaints.
Participates in the development of programs and services that address specific aspects of the patient experience.
Supports organizational committees to drive patient experience initiatives and ensure organizational alignment.
Maintains up-to-date knowledge of organizational & patient population climates to effectively coordinate executive rounds related to high priority patient and employee experience needs.
Focuses on targeted metrics and contributes to the positive outcomes for patients and the organization.